N Power fail

Avid_wanderlust

Hi,

I have had several dealings with npower following a transfer of services several months ago. Npower are not collecting payments despite me immediately setting up a direct debit. I have contact them on three occasions now as they keep sending non payment letters- Npower state they cannot currently take payment as there is a hold up with the registration of the transfer. I have been assured that no further letters demanding payment will be sent. I have now been sent a threat to enter my property if I do not pay in the next 7 days!!! Clearly going through the complaints process will take too long. Any suggestion? I have tried calling, but they state the waiting time to get through to a rep is 46mins!!! I have done this once only to be cut off after 20 mins prior to speaking to anyone. I am now waiting for a second time, but not hopeful!!!

DragonQ

Why not just pay the bill manually until the Direct Debit is set up? Then demand compensation for the inconvenience and time you've spent sorting this out.

Avid_wanderlust

Wow, an hour and a half on the phone now being past from pillar to post with excuse after excuse! Apparently they've had a system up date which has been causing problems for a year... But they will put a hold on the threatening letters for another 28days and hopefully their year long issues will be resolved by then!!! Lol what kind of circus are the running? Why do I want to call back in a month following the next threatening letter for more excuses??

Avid_wanderlust

Thanks fir the suggestion dragonq, I would I'd I could, but they say they can't take payment until the registration is complete!!

nPower

Fluffy69 wrote: »

Sorry to see you're suffering with npower too. I haven't had a proper bill since January 2012 when the account was moved onto their new system. Despite complaints lodged at executive complaints and assurances the problem was sorted, I still haven't had a bill. Executive complaints have raised manual bills when I keep on at them. My online account summary looks interesting as automated bills are raised and then refunded. I'd love to know if they manage to sort you out.

Hi Fluffy69

This sounds very frustrating and I'd like to take a look at your account to see what's going on here.

Could you contact me on the email address given here http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1 and I can get onto this right away?

Many thanks,

Adam

nPower

Avid_wanderlust wrote: »

Hi,

I have had several dealings with npower following a transfer of services several months ago. Npower are not collecting payments despite me immediately setting up a direct debit. I have contact them on three occasions now as they keep sending non payment letters- Npower state they cannot currently take payment as there is a hold up with the registration of the transfer. I have been assured that no further letters demanding payment will be sent. I have now been sent a threat to enter my property if I do not pay in the next 7 days!!! Clearly going through the complaints process will take too long. Any suggestion? I have tried calling, but they state the waiting time to get through to a rep is 46mins!!! I have done this once only to be cut off after 20 mins prior to speaking to anyone. I am now waiting for a second time, but not hopeful!!!

Good morning Avid wanderlust,

I'm really sorry to read about the problems you've been having - this is not the level of service we expect our customers to receive.

Please could you pop me all the details to the email address here: http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1 and I can take a look into this for you?

Best wishes,

Adam

Avid_wanderlust

The service npower provides is absolutely shocking!!! I've been told there is nothing they can do to ensure my account will be registered in the next couple of months, but they will not send me further threats for 2 months. They have however provided me with the number for complaints as they can not currently transfer me internally. But wait ... The number takes me back though the the accounts department, they say they'll transfer me, but no back to accounts, third time lucky??? No chance.. Disconnected as they're too busy "please try again later"! Sorry, just ranting now!!! I need to release my frustration some how and npower neglect to care!!

Avid_wanderlust

Adam, I have spoken to numerous staff over the last few months accumulating to countless hours of excuses and no resolution! Clearly this is the service you like to provide. It's been remarkably consistent!

gc_bus

Indeed, I'm still waiting for the correct E7 tariff since my new E7 meter was fitted (to replace a standard meter). I've been waiting two months and counting so far despite numerous contacts with them...... don't hold your breath. Npower seem to be have extremely bad problems with billing et al currently.

nPower

Avid_wanderlust wrote: »

Adam, I have spoken to numerous staff over the last few months accumulating to countless hours of excuses and no resolution! Clearly this is the service you like to provide. It's been remarkably consistent!

Hi Avid wanderlust,

The offer of help is there, if you'd like me to take a look into your query and see if there's anything I can do.

Best wishes,

Adam